Stakeholders’ View on a Customer Friendly Environment Program Input to Quality Service

Every organization is aspiring to attain high level of performance in terms of positivecustomer feedback and results of satisfaction survey as these can serve as basis for continualimprovement of educational services. This study aimed to address the feedback from students, parents, and alumni in terms of the image that the University would like to project as customer friendly environment (CFE). Descriptive type of research was utilized in the study. Results showed that students have rated customer friendly environment of LPU-Batangas as significantly lower compared to employees and alumni; while year level was not considered a factor of CFE. Parents from the colleges of Business Administration, Nursing, and Criminology have very high satisfaction to the services of the university. Meanwhile, the College of Allied Medical Professions and College of Engineering  obtained significantly the least when compared to the College of Nursing. Although, parents of high school students have the most number of comments and suggestions in the parents’ feedback, they were found tube satisfied with the services of the University in moderate level. Implication of the study towards the implementation of customer relationship management was also discussed. Implications of the findings to the quality service were discussed to sustain the assurance mechanisms of the institution.

Keywords: customer friendly environment; quality service; customer relationship management